The Foreign and Commonwealth Office (FCO) has advised against all but essential travel abroad, towns and locations. This includes two key travel recommended notices: 1. If you are in a foreign country, return to the UK as soon as as you possibly can if commercial flights are still available 2. If you are currently in the UK, don’t travel to foreign countries except if it is absolutely indispensible Many airlines are now stating terminations of flights and the stalling of aircraft after the revelation that many countries are implementing ‘lockdown’ of borders and the restraint of travel to reduce the increase of the virus.

The Government has proclaimed a collaboration with airlines to arrange special chartered planes. These will bring back residents that are presently marooned abroad. More information will be issued by the government’s travel advice, all British embassies as well as all British high commissions. A devoted travel administration firm will be employed for stranded nationals to book and pay for the flight back home.

Further info on travelling abroad and existing government recommendations are offered at www.gov.uk/foreign-travel-advice Consumers who are yet to fly to their destination – Entitled to a refund or, in some cases, the choice to rebook for another date.

Flight and Holiday Cancellations

Flights being part of a holiday package

Entire cost of the holiday will be refunded. This is happening certainly for some consumers, but consumers can contact the company that they booked through for further clarification.

Hotel and Flights reserved individually

Customers are recommended to call their hotels, requesting a compensation/change in dates. Various airlines are letting commuters to rebook flights for free.

In circumstances where the hotel and location are functioning, and the booking is non-refundable, then travellers may miss out.

Travel Insurance policies

Consumers are urged to check the details of travel insurance policies that they have bought. These may payout financial compensation in situations where other ways do not.

If customers have planned travel to infected regions after a warning was announced in the zone, then there is a possibility that any insurance policy may be nullified by this. Consumers are recommended to ensure the specifics of their insurance policies and if at all uncertain, contact their insurance company straight for further information.

New travel insurance policies

In light of present affairs, many insurance companies have ceased selling new travel insurance plans and, in several situations, have changed cover as a consequence of the coronavirus pandemic. The Association of British Insurers has declared that travel insurance is a product meant to be utilized in unforeseen circumstances, and owing to the existing condition, concerns occuring as a consequence of coronavirus are no longer regarded ‘unforeseen’.

Already abroad and no channels of getting back to the UK – Airlines have a responsibility of worry to those customers overseas if they have terminated a return flight. The airline ought to furthermore pay for any further costs for stay and any food vital. For those patrons who have taken a repayment, then the duty of worry finishes here. It is then the duty of the passenger to coordinate travel back to the UK.

In situations where neither of the above is possible, or where customers feel stranded, they are instructed to contact the embassy in their current locality to seek additional help. Specific embassy locations can be found by visiting www.gov.uk/world/embassies and searching depending on your destination.

Travellers choosing to cancel their travel plans

If there has been no caution issued in relation to a destination that the consumer selects to journey to, and the customer chooses to call off their plans, then there is no automatic right to repayment.

Travellers are urged to check policy and booking confirmation particulars and to contact their insurance/travel provider if explanation is required or a refund due. If you belive that your customer rights have been waived, you can contact consumeradvice.scot for more information and assistance.

Events and Entertainment

Cancelled events

If the tickets to an event such as a concert or sports event have been cancelled, and these have been booked by means of an official booking site, then you should normally get a refund.

The Society of Ticket Agents and Retailers (STAR) is the industry’s self-regulatory body and as such, oblige firms listed with them to reimburse the ticket’s face value price when an event is cancelled. This does not include the costs paid for delivery.

It is advised that for any other ticket merchant, the specific company terms and conditions are referred. For resale sites and other events, the company who originally sold the tickets should be contacted in the first instance to request reimbursements. There may also be the possibility to rebook at a later date if the event is being rearranged.

Rescheduled events

Original tickets should be retained until a postponed or changed date is revealed. If there is an issue with the date that the event or concert has been pushed to is not fitting, then a refund can be requested through the original booking company.

As with cancelled events, this may not include the charges incurred for booking fees or delivery.

Specific events may vary, depending on the terms and conditions of the planner.

Customers choosing not to attend – If customers decide not to concerts or sporting events, but the event is still going ahead, there is little chance of getting money back.

Cinema closures

Several of the big movie franchises have stated that they will be terminating all their screens in the UK until further notice. For consumers who have already purchased tickets, refunds or the possibility to reschedule this to a later date (if possible) are available.

A few of the larger franchises with loyalty cards and monthly membership are instructing that monthly charges will carry on, with a view to imparting the ‘time back’ once facilities restarts as usual. Others are recommending that they will be pausing payments for memberships. Consumers are recommended to watch on the websites and social media updates from the cinema that they have booked through.

Getting back hotel and travel charges

If an event is cancelled due to the coronavirus outbreak and there have been expenditures suffered for hotels and travel, then the businesses for every one of these should be contacted for more information on refunds.

Specific terms and conditions may vary, but options may be proposed to delay or rebook on an alternative date due to recent situations.

As a side note, if the hotel or travel provider is incompetent to provide the service due to the coronavirus outbreak, then a repayment should be paid. Reservations for weddings and special occasions

Weddings and special events could probably be afflicted by the coronavirus outbreak. If the company or venue offering the service or arranging cancels, then a repayment should be prepared for everything that has been cancelled. For those with wedding insurance, terms and conditions should be checked for whatever that can be claimed back. If it is the consumer, or person who has booked the event that is wishing to cancel or postpone the event, then some charges may apply. Negotiation and discussion with the coordinator around postponing the event is key.

For whatever that has already been paid in terms of deposits that cannot be repaid, the coordinator should outline in detail the basis why a repayment is not possible, including any costs they have incurred that are being passed on to the consumer.

Consumer rights and useful legislation

Section 75 of the Consumer Credit Act protects buyers for orders made on credit cards in excess of £100. This makes the credit card company ‘joint and severally’ responsible when a service or product that has been paid for cannot be delivered.

For purchases under £100 made on a credit card, or those made on a debit card, buyers can contact their bank and try and make a claim through the ‘chargeback scheme’. This cannot be imposed by law, and the provision of this plan is at the discretion of the bank or building society.

Consumer rights are unaffected during the coronavirus crisis. A couple of delivery and logistical companies have announced delays on non-essential items for transporting medical items and essential goods. For additional info on orders placed or delays experienced, the firm delivering the goods must be the very first contact point.

We have detailed the key consumer rights legislation that is applicable in various circumstances below.

Nonetheless, a more comprehensive guide to consumer rights, covering different areas, is accessible by visiting consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When purchasing merchandise from a dealer, the Consumer Rights Act 2015 states they should be:

• Of good quality (free from any faults / damage and durable)
• As the tradermentioned
• Just like any sample shown
• Just like any model shown  Perfect for the purpose told to the trader

If asking for repair/replacement within first 30 days, then the shopper enters the wait period with the remaining thirty days (minimum of 7 days) resuming after repair/replacement.

Purchasers who think that  anything mentioned above don’t fit for their items and have gone beyond the initial 30 days after  purchase, might be eligible for replacement or repair which is –

• Free of cost
• Repair should be long term
• Replacement should be exact same
• Within reasonable time frame
• Without leading to considerable inconvenience

If a repair or replacement isn’t possible then they may rather be permitted to:

• Keep the products for a lower rate
• Return back the merchandise for a refund (total reimbursement in 6 months or partial reimbursement after or if a vehicle)

Private Sales – Sale of Goods Act 1979

If something is purchased from a private seller, the customer is covered by the Sale of Goods Act 1979 which claims the merchandise must match the explanation provided by the seller. This incorporates:

• Any description in an ad
• Any description provided in an e-mail or text
Any description during conversations over the phone call or in person

If the buyer believes that the items do not match the seller’s description, then they could be eligible for;

• A full re-payment if the items have not been accepted (not used and problem noticed immediately)
• Damages – a monetary amount to cover repairs or the difference between what was paid and what the items are worth

The burden of proof is on the purchaser to prove that the items don’t go with the sellers description, which can be difficult if the description was given orally.

Rail companies and travel services have different rules regarding refunds of tickets impacted by the coronavirus pandemic.

Scotrail are providing reimbursements on many train ticket types. Their process has altered a little because of the circumstances, and an administration fee may apply, depending upon the ticket type.

A helpful guide to refunds that are offered from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds Those people who have booked a trip which is no longer essential or have booked travel to a annulled occasion should call the travel provider for additional details on their individual terms and conditions, along with refund guidelines.

Though the Government has Informed that everyone abroad should come back to the United Kingdom, many are yet stranded without any means to get home.

The Government has adopted steps like especially chartered flights to help get citizens home, however this may take time. For the moment, they have made a lot of suggestions regarding what those stranded in a foreign country must do.

If someone suffers or thinks they have coronavirus

The authorities of both the area and country in which the client is staying will provide suggestion and assistance on what to do if someone suffers, or believes that they are infected by, coronavirus. Also, the citizen should take medical assistance and self-quarantine.

The NHS have come up with a guide on symptoms that are generally revealed when a person is suffering from coronavirus. This is available at:

https://www.nhs.uk/conditions/coronavirus-covid-19/symptoms-and-what-to-do/

The embassy or consulate in the area where the UK citizen stays can be used to contact the local authorities. For additional info on embassies, or to locate the nearest one to you, please contact 0207 008 1500, or alternatively check out:

https://www.gov.uk/world/embassies#

If a visa is coming to an end soon

If a visa is expiring, the actions necessary will depend upon the area that the UK citizen finds themselves. If doubtful, check out the travel advice for that country from the UK foreign and commonwealth office. This guide can be read by checking out:

https://www.gov.uk/foreign-travel-advice

Additionally, the local embassy or consulate can be used to contact the local authorities. For additional information on embassies, or to find the one in your vicinity, please contact 0207 008 1500, or simply visit:

https://www.gov.uk/world/embassies

If a inexpensive flight to home cannot be booked

The travel company must be contacted in the first instance for more information on going back home. They may delay or waive payment for the trip home.

People having travel insurance must get in touch with their service provider because the cover will be extended by 60 days if those travelling are making every single effort to return home. Those who cannot afford travel can even see if their credit card insurance applies.

UK citizens who find themselves trapped should even keep themselves updated on the announcements from local travel companies.

It is vital to contact family and friends to ensure they know that everybody in the party is safe and secure. If possible, they may be able to transfer money to those people stuck to pay for coming back home.

Employment & benefits / monetary aid

There is even the choice for those trapped to contact their manager and ask for advance payment of their salary to pay for travel home. The UK government can also provide monetary aid in a few circumstances. Additional information can be accessed on www.gov.uk

If cash runs out, or people stranded don’t have accommodation, or access to meals / water / medical supplies

The UK Government has committed to ensuring that British citizens in foreign country have access to housing, medical essentials, water and food.

If money is over whilst stranded abroad, The UK Government can as well offer monetary assistance in some situations. More details can be accessed on www.gov.uk.

If the trapped passenger needs to take care for a family member back in the UK

If the citizen is trapped in a foreign land, they should ensure that anybody they are a carer for is seen well. If somebody else is taking care of this person, they could be requested to carry on to do this until they fly back to the UK.

They may ask family or friends to take care of this person until they return.

If no choice is available, the home local authority must be contacted for further suggestion and help.

If the stranded passenger has pressure about their employment or self-employment

If they are doing a job, they must be in touch with their boss wherever possible to keep them updated about their condition.

If they are doing a job, they can still be furloughed under the job retention scheme. If they are self-employed, they can request for for the self-employment income support scheme.

Benefits or state pension while stuck abroad

The stranded passenger will still receive Universal Credit, Housing Benefit and Pension Credit if they are in a foreign country for around a month.

In the case of Personal Independence Payment (PIP), Disability Living Allowance (DLA) and Carer’s Allowance, each one is payable for thirteen weeks whilst in a foreign land.

The State Pension will be paid despite how long the citizen has been in a foreign country.

Any questions or doubts about benefit payments while in a foreign land can be answered by the Department for Work and Pensions (DWP), who can be got in touch with by calling or clicking:

https://www.gov.uk/claim-benefits-abroad